Persepsi Masyarakat Terhadap Pelayanan Rumah Sakit Umum Daerah (RSUD) RAA Soewondo Pati

Abstract

RSUD RAA Soewondo Pati is a government-owned hospital in Kota Pati which was established to provide affordable health service and satisfactory service for Pati Town community. But in fact RSUD RAA Soewondo Pati considered less maximal in providing services to patients, seen from the many negative news and cases that hit RSUD RAA Soewondo Pati. The conduct of this research is aimed to describe the perception of urban community of Pati on the quality of service in RSUD RAA Soewondo Pati. Perception according to Kasali (2003: 23) in Public Relations Management explains that perception is the process of giving meaning to the environment by an individual. This research uses quantitative descriptive method with data collection tool of questionnaire and sampling technique of Non Probability Sampling that is sampling technique that does not give equal opportunity or opportunity for every element or member of population to be chosen to be sample (Ruslan, 2008: 156). Measurement of public perception on service quality in RSUD RAA Soewondo Pati using the concept of Parasuratman et.al and Zeithmal which quoted Philip Kotler (2000: 440), which is grouped into five main dimensions as a determinant of a quality that is Physical Evidence (Tangibles), Reliability ), Responsiveness, Assurance, and Empathy (Empathy). Public perception on service quality of RSUD RAA Soewondo Pati is less good. Judging from the recapitulation of service quality of the five indicators, the majority of respondents stated that the service quality of RSUD RAA Soewondo Pati from indicators of Physical Evidence (Tangibles), Responsiveness and Empathy are not good. Reliability (Reliability) and Assurance (Assurance) is good enough. The highest percentage is Reliability (Reliability) which is 37%. This shows that doctors, employees at RSUD RAA Soewondo Pati can provide services in accordance with the standards set by the government. And the indicator that has the lowest percentage is Assurance (31.4%). This shows the lack of performance of employees, doctors and nurses RSUD RAA Soewondo Pati in providing good service to patients.